When something goes wrong

Find the message you see. Each one has one thing to do.

Run it again first. Most stops clear on a second or third try, and nothing is lost by trying. If the same thing happens a third time, write to us. Our address is support@memoryrecall.ai, and we read support mail within one business day.

The installer stopped, or the last page says Memory Recall is NOT ready to use yet

Run the installer again. It continues from where it stopped. If it stops three times in the same place, email the log file it names to support@memoryrecall.ai.

Windows protected your PC

Click More info, then Run anyway. Windows shows this for new programs.

Your Mac says Memory Recall Installer is an app downloaded from the Internet

Click Open. Your Mac asks this about anything you download.

Apple could not verify Memory Recall

Open Read Me First on the disk image and follow what it says. It is written for your copy of the installer. If that does not help, email support@memoryrecall.ai.

An antivirus window says it blocked or quarantined something

Do not click Allow or Restore. Take a photo of the window, let the installer finish or stop, and run it again. If it stops again, email the photo to support@memoryrecall.ai.

Memory Recall could not find Node.js on this computer

Restart the computer and open Memory Recall again. If it still says this on Windows, install Node.js 22 from nodejs.org, then run the installer again. The installer cannot put Node.js back when it is missing altogether, because it needs Node.js to make its safety copy of your library. On a Mac, run the installer again.

Something Memory Recall needs was uninstalled

On Windows, run the installer again. Your recordings and library are kept. It puts back PostgreSQL 17, FFmpeg and Ollama. It does not put back Node.js (see above), and it does not download the local AI model again if that was removed too: Memory Recall tells you if it is missing.

It does not put back Python or the Microsoft Visual C++ runtime. Installing Python yourself does not mend this either, because Memory Recall keeps its own set of Python packages built on the copy that was removed. If either one was removed, new recordings stop being processed. Your library is safe: email support@memoryrecall.ai.

Memory Recall needs to finish setting itself up, but it cannot write to where it is installed

Close the window, right-click the Memory Recall shortcut, and choose Run as administrator. You only need to do this once.

Memory Recall is open but not responding

Restart your computer, then open Memory Recall again. If it still says this on Windows, email the support file on your Desktop to support@memoryrecall.ai. On a Mac, email support@memoryrecall.ai with the exact words on the screen and what you were doing.

Memory Recall stopped unexpectedly

If it opens again by itself, carry on. If it says several times on Windows, a support file is on your Desktop: email it to support@memoryrecall.ai. On a Mac, email support@memoryrecall.ai with the exact words on the screen and what you were doing.

Memory Recall could not start its server

Wait a minute and open it again. If it keeps failing on Windows, email the support file on your Desktop to support@memoryrecall.ai. On a Mac, email support@memoryrecall.ai with the exact words on the screen and what you were doing.

The app will not open at all, and no file was saved

On Windows, open the Start menu and run Memory Recall support file. It works with the app closed and saves a file to your Desktop. Email that file to support@memoryrecall.ai. On a Mac, email support@memoryrecall.ai with the exact words on the screen and what you were doing.

Memory Recall is still starting

Leave the window open. The first start can take several minutes, and your browser opens by itself when it is ready.

Memory Recall could not open because its address on this computer is busy

Wait a minute, then open Memory Recall again. If it keeps saying this, restart your computer, then open it again.

Memory Recall was set up on another Windows account, or is open in another account

An update was interrupted, or did not finish

Your library is safe. Open Memory Recall again. If it will not open, run the Memory Recall installer again. Do not uninstall. If it still will not open, email support@memoryrecall.ai.

Connect to the internet once to start your free trial, or this computer's proxy did not let Memory Recall through

Check this computer is online, then open Memory Recall again. On a work computer, ask whoever runs your network to allow memoryrecall.ai.

A message about your license, or Processing and import are closed

Your recordings stay viewable, searchable, and exportable. Check that the date and time on this computer are right. Then open Settings, copy your machine code, and email it to support@memoryrecall.ai. We send back a key that works on this computer.

A recording stopped on the Processing page

The Processing page says why, and gives you one thing to do. Do that, then click Retry. Your audio is kept whatever happens.

This computer's disk is full

Free some space, then click Retry on the Processing page. Nothing already saved is lost. Installing takes 27 GB, 32 GB, or 40 GB free, depending on this computer, so plan for 40 GB.

You forgot your passphrase

On the sign-in page, use the forgot passphrase link and follow the steps there.